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The role of quality measures in pre- and post-decision analysis of an organizational change
Gray, Edward H.; Gray, Irwin; Yodice, Paul C.; Rezai, … - In: Quality management journal : QMJ 18 (2011) 4, pp. 9-24
Persistent link: https://www.econbiz.de/10009381990
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Municipalities' choices of service delivery modes : the influence of service, political, governance, and financial characteristics
Schoute, Martijn; Budding, Tjerk; Gradus, Raymond - In: International public management journal 21 (2018) 4, pp. 502-532
Persistent link: https://www.econbiz.de/10011942862
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Guilt from promise-breaking and trust in markets for expert services : theory and experiment
Beck, Adrian (contributor) - 2010
Persistent link: https://www.econbiz.de/10003948472
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Understanding the effects of post-service experience surveys on delay and acceleration of customer purchasing behavior : evidence from the automotive services industry
Dholakia, Utpal M.; Singh, Siddharth S.; Westbrook, … - In: Journal of service research : JSR 13 (2010) 4, pp. 362-378
Persistent link: https://www.econbiz.de/10008736079
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The effects of self-awareness on consumer attributions and satisfaction
Stuart, Jennifer Ames - 2003
Persistent link: https://www.econbiz.de/10003564891
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Understanding the consequences of information systems service quality on IS service reuse
Kettinger, William J.; Park, Sung-hee Sunny; Smith, … - In: Information & management : the internat. journal of … 46 (2009) 6, pp. 335-341
Persistent link: https://www.econbiz.de/10003876657
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Guilt from promise-breaking and trust in markets for expert services : theory and experiment
Beck, Adrian; Kerschbamer, Rudolf; Qiu, Jianying; … - 2010
broken, and guilt is exacerbated by higher interaction prices. An experiment qualitatively confirms our predictions: (1) most …
Persistent link: https://www.econbiz.de/10003944278
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Guilt from promise-breaking and trust in markets for expert services : theory and experiment
Beck, Adrian; Kerschbamer, Rudolf; Qiu, Jianying; … - 2010
Persistent link: https://www.econbiz.de/10008658103
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The temporal construal of customer satisfaction
Pizzi, Gabriele; Marzocchi, Gian Luca; Orsingher, Chiara; … - In: Journal of service research : JSR 18 (2015) 4, pp. 484-497
Persistent link: https://www.econbiz.de/10011392284
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Evaluating servicescape designs using a VR-based laboratory experiment : a case of a duty-free shop
Kwon, Ryeok-Hwan; Kim, Kwang-jae; Kim, Ki-Hun; Hong, Yoo Suk - In: Journal of retailing and consumer services 26 (2015), pp. 32-40
Persistent link: https://www.econbiz.de/10011347847